We are looking for a talented and personable Technical Support Specialist who loves working with people. If you are a troubleshooter with an abundance of patience and enjoy helping others reach their goals, this may be the position for you.
You’ll help our Envira Gallery and Soliloquy plugin users with various technical and usability issues. Collaborate with our Support and Dev Team via Slack. You will build relationships based on trust which result in happy, passionate, and loyal customers through listening to their needs.
The ideal candidate will be problem solver, analytical, have superb communication and technical skills, and can work in a dynamic, constantly evolving environment. Customer experience is a top priority.
Answer simple to complex pre-sale, education and product-related questions through email support. Troubleshoot and resolve configuration and technical issues for customers so they can succeed with our product.
Prepare technical documentation for internal and customer use
Test the product in real-life situations before release
Work closely with developers and report bugs through GitHub
This outline indicates the major responsibilities of this role on a regular basis. This is not an exhaustive list of role responsibilities.
Strong verbal and written skills in English
Ability to work independently
Experience with WordPress CMS, Plugins and Themes
Excellent troubleshooting skills and comfortable using the debugging console to identify and resolve issues from the browser.
Excellent analytical and critical thinking skills – you actively seek opportunities to systematize customer service efforts to maintain quality expectations; documenting and enhancing processes to maximize individual and team productivity.
Resourceful – you know how to find answers and do homework before reaching out or escalating tickets to more senior team members.
Excellent time-management skills
Experience with software customer service
Experience with PHP
Familiar with software testing procedures
Familiar with Github, creating Github issues and pull requests
Familiar with writing Technical Documentation
Familiar with Photography
Experience working remotely
Key Performance Indicators
The number of customer support tickets resolved
Quality of responses as graded by supervisor
Response time and happiness score (rating from the customer)
The number of documentation tasks completed
We are a remote company. We support our team working anywhere that suits them, as long as strong communication can be maintained during our core business hours via Slack and your tasks are fully completed each work day.
Envira Gallery is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation